Ana Brandao
New York
Summary
Dedicated Hospitality professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Guest Relations Agent
Fasano Fifth Avenue
04.2023 - Current
- Manage check-in and check-out procedures for guests, greeting them upon arrival by providing warm welcome, creating welcoming and comfortable environment for them. Also, streamlining check-in and check-out processes for improved efficiency and guest experience.
- Coordinate with other departments to ensure seamless guest service throughout their stay, and liaising between housekeeping, maintenance, and front office teams to address any guest-related issues efficiently.
- Train new Guest Relations Agents, sharing best practices for maintaining high standards of customer care.
- Manage high-pressure situations effectively, ensuring minimal impact on guest satisfaction levels.
- Maintain detailed knowledge of hotel facilities, services, and policies to provide accurate information to guests at all times.
- Handle room assignments thoughtfully, accommodating special requests and preferences whenever possible.
- Proactively communicate with guests to anticipate needs and offer assistance in advance, utilizing variety of organizational and communication skills to drive guest satisfaction.
- Enhance guest satisfaction by promptly addressing concerns and resolving issues, and handle customer complaints to satisfy and retain guests.
- Maintain high level of professionalism and discretion when dealing with guests. In addition, working closely with VIP, and celebrities, with high degree of respect for privacy.
- Assist guests with variety of services and local attractions, providing accurate information regarding these activities. Also providing the best options for restaurants, scheduling and confirming restaurant reservations. In addition, facilitating and coordinating transportation services for guests.
- Develop relationships with local businesses/vendors creating partnerships that enhance services provided to guests, further elevating their experience.
- Collaborate closely with sales department to identify potential upsell opportunities that align with guest preferences.
Personal Assistant and Childcare Specialist
Mutiple Families
07.2016 - 04.2023
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Taught children to organize toys, wash hands and share by leading by example.
- Created and implemented diverse educational strategies to boost development.
- Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children.
Hotel Product Analyst
Decolar.Com
02.2013 - 03.2015
- Interacted with hotels partners to track development progress and address non-conforming issues to avoid negative impacts on completion timelines.
- Evaluated hotels products and recommended revisions to improve functionality.
- Participated in tutorials, courses and interdepartmental webinars to enhance support team capabilities.
- Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion.
- Travels to visit hotels and meeting with manager staff in loco, giving support to employees, making the company present in every day life of hotels we worked with. Also, in those trips we would hired new hotels to be part of Decolar's online portfolio.
Booking Agent
Travel Inn Hotels
01.2011 - 08.2012
- Collaborated with staff members to make accurate reservations.
- Maintained detailed digital records of room statuses.
- Arranged for group hotel bookings in collaboration with sales department for special events.
- Utilized Engenho, the hotel reservation system, to input all information of guests bookings.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Handled all hotel's online booking channels.
Hospitality Manager
Platinum Corporate Travel & Events
06.2008 - 10.2010
- Reached out to hotels, rental car companies and other services to proactively resolve issues.
- Provided essential information and paperwork to travelers.
- Set up hotels and ground transportation for individuals and groups.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Maintained operational proficiency in coordinating domestic travel accommodations for customers, arranging for hotel and rental car reservations.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Motivated and rewarded associates to improve engagement.
Education
Bachelor in Hospitality - Hospitality Administration And Management
HOTEC - College in Hospitality And Tourism
Sao Paulo, BRAZIL06.2009
Skills
- Active Listening
- Tactical Communications
- Superior Organizational Skills
- High-Volume Environments
- Travel Knowledge
- VIP Support
- Social Perceptiveness
- Documentation Coordination
- Critical Thinking
- Strategy Management
- Professional Relationships
Certification
- Luxury Management - Extension Course - EDX and School of Hotel and Tourism Management (Hong Kong Polytechnic University) - Aug/2018 to Oct/2018
- Travel Agent - Extension Course - SENAC - Oct/2012 to Dec/2012
- Development of Tourism Products Training - Extension Course - Oct/2011
Languages
Portuguese
Native or Bilingual
English
Full Professional
Timeline
Guest Relations Agent
Fasano Fifth Avenue
04.2023 - Current
Personal Assistant and Childcare Specialist
Mutiple Families
07.2016 - 04.2023
Hotel Product Analyst
Decolar.Com
02.2013 - 03.2015
Booking Agent
Travel Inn Hotels
01.2011 - 08.2012
Hospitality Manager
Platinum Corporate Travel & Events
06.2008 - 10.2010
- Luxury Management - Extension Course - EDX and School of Hotel and Tourism Management (Hong Kong Polytechnic University) - Aug/2018 to Oct/2018
- Travel Agent - Extension Course - SENAC - Oct/2012 to Dec/2012
- Development of Tourism Products Training - Extension Course - Oct/2011
Bachelor in Hospitality - Hospitality Administration And Management
HOTEC - College in Hospitality And Tourism
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